While on your Mac desktop, you can join a support session using the Support URL or Support Key provided by your agent in various ways. However, your experience joining the support session will depend on whether the GoToAssist Opener "helper" application has been installed previously.
Joining from a Windows computer? Check out the Customer Guide for Windows.
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Once you have joined a support session, you are prompted to share your screen with the agent and allow them to remotely control your keyboard and mouse. You can click Stop Screen Sharing on the GoToAssist Customer toolbar to stop screen sharing and remote control at any time.
Note: When an agent's account is enabled for session recording, an additional message, "This session will be recorded" is displayed when you are prompted to join the support session.
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Q:
I stopped sharing my screen. How do I start sharing it again?
Q:
I have multiple monitors. Can the agent see all of my screens?
Q:
Why doesn't the agent have remote control during my session?
Q:
I see a message that the session will be recorded. What exactly will be recorded?
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During your support session, you can send files to the agent, and they can send files to you.
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You can use the chat feature on the GoToAssist Customer toolbar to send & receive chat messages during your support session with the agent.
When you join, the GoToAssist Customer toolbar will be expanded, where you can exchange messages with the agent during your support session.